SECTION 2 – INCLUSION PLAN

The resource database is designed to be a comprehensive resource database. Any organization or entity meeting the Inclusion criteria may be incorporated. The focus of the database is on free or low-cost services offered to persons located in DuPage County where the services meet either an essential human or economic need. Areas targeted include clothing and household goods, education, employment, income and financial resources, individual and family support, legal aid, food, health (dental, medical, mental), housing and utilities, and transportation. Agencies and services must meet all criteria, as explicitly stated within the Inclusion Plan, to be included in the resource database.

Disclaimer

Organizations appearing in the resource database have entered into either a verbal or written partnership agreement with DuPage County Community Services to provide accurate information about primary services they offer. They will delegate a resource contact to work with staff at DuPage County Community Services to routinely review and provide updated information on their provider record and program records, including descriptions, hours, eligibility, intake, required documents and fees. These organizations agree to review their resource record(s) annually, notifying DuPage County either through the online resource record, 211dupage.gov, or by emailing, This email address is being protected from spambots. You need JavaScript enabled to view it., of any changes needed or to confirm that the data is accurate as it appears. They may affirm this partnership by completing a Memorandum of Understanding each year and submitting it to This email address is being protected from spambots. You need JavaScript enabled to view it..

DuPage County Community Services does not guarantee referrals or services by any organization listed in our resource directory. Each organization is responsible for screening clients referred to them by 211 for their program or service.

Inclusion in the resource database should not be construed to constitute an endorsement of an agency, organization, or its services, nor should exclusion be construed to constitute disapproval. The resource database provides information, not endorsements, recommendations, or ratings of potential service providers.

DuPage County Community Services reserves the right to edit, delete, or decide whether to publish any information in its resource directory, and can do this without needing permission from the organizations listed, to meet legal, standard, stylistic, and space requirements. Inclusion in the database is determined by the degree of demand or need for the services offered in each community.

Geographic Area

Agencies to be included within this database must provide services that meet an essential human or economic need to those located within DuPage County, Illinois, or are providing 211/Information and Referral services in the State of Illinois.

Inclusion Criteria

A nonprofit or Government organization providing free or low-cost services must meet the following criteria to be included in the resource database:

• The location of the organization is not zoned as residential in any state or country.
• The organization has been in business for more than one year.
• The organization is registered and active or in good standing with the State of Illinois or the state where they are headquartered.
• The service is free or offered at a low cost.
• The service meets an essential human or economic need for those in DuPage County as identified in our community’s needs assessment and reporting.
• The resource isn’t sufficiently covered in the database.
• Proof of accreditation, licensure, and/or certification is available when required.
• Contact information is readily available on the organization's website and social media channels.
• The organization provides complete information and confirms the accuracy of the information annually.

For-profit businesses may be considered if there is a community need for the service and if they meet the inclusion criteria listed above in addition to the following criteria:

• The service must be free, have a sliding fee scale, or accept payments from government or nonprofit organizations.
• Additionally, the service must be in DuPage County and meet at least one of the following:
  • Be an accredited college or university.
  • Services are dedicated to serving older adults.
  • The service addresses a unique human service need identified in the community needs assessment that is not otherwise available from a nonprofit provider.

Exclusion/Removal Criteria

DuPage County Community Services reserves the right to exclude organizations from the resource database that do not meet the inclusion criteria as explicitly stated within the Inclusion Plan.

Potential grounds for exclusion or removal from the database may include, but are not limited to:

• The organization or service does not meet inclusion criteria.
• The organization has not responded to the annual request to verify the accuracy of their data.
• Services are for members only.
• The service is sufficiently covered through other resources already included in the database. Examples include:
  • Subsidized housing listings through the Housing and Urban Development (HUD)
  • Childcare provider listings through the YWCA
  • Elementary and secondary public and private schools through the Regional Office of Education
  • Home Health Care providers through Medicare.gov
• There is no longer a documented need for the service.
• There are sufficient resources addressing the need in the database, where we will prioritize those resources physically located in DuPage County and that are free or low-cost.
• The organization does not have at least one established service site that clients can physically visit should the service require it.
• The organization does not have at least one staff person that is regularly available to communicate with Information and Referral staff, except for an entity that has reliable and current program information posted publicly.
• Services provided are for a political cause or the organization is an issue-oriented action group.
• The organization has engaged in fraudulent, discriminatory, or illegal activities.
• The organization misrepresented their services in any way.

Other Considerations

The following items will also be considered when determining if a resource will be included:

• The degree of demand/need for the services offered.
• The number of agencies in the database currently offering the service.

Requests for Inclusion

All requests for inclusion may be initiated by creating/logging into My Account on 211dupage.gov and selecting ‘Add a new resource record’. Otherwise, requests may be emailed to, This email address is being protected from spambots. You need JavaScript enabled to view it.. A staff person will review the request along with any additional information needed to determine if the resource meets the Inclusion criteria. It may take up to 30 days for new requests to be assessed. Once all the information is received and verified by a Resource Specialist, it will take approximately 10 business days to curate and publish a resource listing.

They may affirm this partnership by completing a Memorandum of Understanding each year and submitting it to This email address is being protected from spambots. You need JavaScript enabled to view it..

Appeal Policy

DuPage County Community Services reserves the right to exclude any organization, program, or service from the database at any time that the organization, program, or service does not meet the criteria as outlined in this plan. Complaints regarding the exclusion, inclusion, description, removal or indexing of an organization or its service(s) may be submitted in writing to the Program Manager. All complaints will be considered in light of the Resource Development Policy. The party filing the complaint will be notified in writing of the final decision and justification thereof.

Any further objection to the decision must be submitted in writing to the Director of Community Services whose determination will be returned to the complainant in writing. All decisions by the Director of Community Services are absolute.

Complaints regarding the delivery of a service to a client should be submitted to the organization or entity that provided or refused to provide the service. DuPage County Community Services should also be informed of complaints so that they may keep the resource database current with only those agencies whose referrals are helpful to the community. If there is an egregious non-delivery of service, fraud, discrimination, or misrepresentation of services, DuPage County Community Services reserves the right to remove the agency from the database.